Inside the Magic Kingdom : Seven Keys to Disney's Success
| Author | : | |
| Rating | : | 4.17 (703 Votes) |
| Asin | : | 1885167237 |
| Format Type | : | paperback |
| Number of Pages | : | 160 Pages |
| Publish Date | : | 2013-08-08 |
| Language | : | English |
DESCRIPTION:
They know how to keep the customer satisfied and coming back for more! Connellan, a senior principal in a consulting firm specializing in customer loyalty and coauthor of Sustaining Knock Your Socks Off Service (1993), holds up Disney in particular as exemplary. Here he re-creates a fictional visit to Disney's Magic Kingdom to bring to life examples of the customer service concepts Disney practices. Connellan was neither encouraged nor authorized by Disney management to write this book, but he did attend a Disney University seminar in Lake Buena Vista, Florida, to learn more about the "Disney approach to leadership, people management, and service quality." David Rouse. From Booklist Those who worry that corporations have becom
Now an insider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable way.
Tea M. Harmony said This book is life changing, when I start my. This book is life changing, when I start my company, my staff will train and use this text as a guide and a reference point to give Exceptional Customer Service. I read this text as a requirement for my Service Representative Course at church. We were tested on it.. "Highly recommend." according to Rolan Peak. Written in the form of an easy to follow story, this book reveals some of the simple brilliance of Disney's Customer "Experience." If you own a business (or are looking at starting a business) this should be a must read. Business owners take far too much for granted, and fail to take the time to see themselves through their "customer's eyes." Disney understands how critical this concept is, and this book shows you how simple the ideas are to apply to your business.. The ROI of "Magic" Connellan creates a fictional situation in which five executives (previously strangers) meet for several days of discussion at Disney World under the supervision of "Mort Vandeleur" (whom none of them had previously known) to learn why 70% of Magic Kingdom guests are return visitors. Vandeleur is a former cast member of both Disneyland and Disney World who now earns his living as a consultant to other companies to improve their customer relationships. Do not ignore the importance of the phrase "cast member" and the word "guest" because both are